Retail Operations Team Leader in Glasgow

Please note this vacancy is only open to current contracted G.U. Heritage Retail Ltd and University of Glasgow employees.

Role Purpose

Engaging your team inclusively through clear and concise communications.

Always making sure that your store is setup to deliver a great experience for our colleagues, members and customers. Using our Co-op behaviours to deliver our legal and operational standards every day, and in the absence of your Store Manager, you’ll take responsibility for managing the team and the store.

Main Duties and Responsibilities

Ensure store is safe, legal and operational

• Completing the daily safe and legal checks
• Carrying out stock and inventory routines as per plans
• Consistently maintaining high book stock accuracy standards to ensure our customers always have a quick and easy shopping experience
• Taking ownership for delivering promotional stock change
• Diligently carrying out all operational processes, routines and maintaining relevant controls
• Support your manager with people processes, for example, Employee Relations, notetaking, investigations and absence management reviews
• Continuously speaking up and suggest improvements to the success measures of your store

Friendly & thoughtful service

• Championing Co-op by ensuring our members and customers are put first in all you do
• Coaching our service promises, to help colleagues put our customers first
• Going the extra mile by using your best judgement to deliver a friendly, welcoming, easier, helpful and thoughtful service everyday which meets customers’ needs and saves them time
• Ensuring the store is customer ready at all times during the day
• Always being on hand to help your colleagues and customers with queries
• In the absence of the store manager, take ownership for managing the store and handle potential unexpected situations e.g. out of hours call outs
• Ensuring best practice and procedures are adopted by colleagues to protect our customers and our brand reputation

Cooperating for a fairer world

• Championing Co-op by seeking opportunities from colleagues, customers or members to cooperate for a fairer world
• Forging relationships and getting involved with your local community
• Collaborating with your Member Pioneer on the development and where relevant the delivery of our Co-op Community Plan

Embrace change

• Enthusiastically leading our change activities and passionately engaging your team to seamlessly deliver change and embed ways of working
• Speaking up and encouraging the team to provide open and honest feedback on the effectiveness of change activities

Engaging with everyone to succeed together

• Enabling an inclusive culture so everyone can speak up and their views are considered making colleagues feel respected and valued
• Forging strong relationships with colleagues in your store
• Adapting your communication style to meet the needs of the colleague or situation to reach a desired outcome i.e. coaching, challenging, engaging
• Building your teams capabilities by regular training
• Developing your team through regular and structured performance conversations to stretch their potential
• Building excitement and purpose in the team to understand how to get involved in their local community activity

Online Order Fulfilment & Delivery Services

• Manage and monitor all online orders received through third-party delivery platforms such as Uber Eats and Deliveroo
• Ensure online orders are picked, packed and dispatched accurately and within agreed service times
• Maintain high standards of product quality, presentation and availability for online customers.
• Resolve customer and delivery partner queries relating to online orders professionally and efficiently
• Monitor delivery platform performance, including order acceptance rates, preparation times and customer feedback
• Liaise with delivery drivers and store colleagues to ensure smooth order fulfilment and minimise delays
• Support the management of stock availability to reduce substitutions and unavailable items on delivery platforms
• Ensure all online order procedures comply with food safety, age-restricted sales and company policies
• Identify opportunities to improve online sales performance, customer satisfaction and operational efficiency

Knowledge, Qualifications, Skills and Experience

Knowledge/Qualifications

Essential:

• A1 Understand how to engage and lead others to manage improved performance.
• A2 Understanding of online delivery platform operations, (including Uber Eats, Deliveroo and other click-and-delivery services.)
• A3 Knowledge of order fulfilment processes, service standards and customer expectations within an online retail environment.
• A4 Knowledge of your key partnerships withcustomer and community stakeholders.
• A5 Knowledge of legal compliance and store standards i.e. cash management, stock control.

Skills

Essential:

• C1 Coaching others to develop ways of working.
• C2 Effective and engaging communicator with an ability to use various methods.
• C3 Critical thinking and decision making to be able to problem solve in the moment, and for the future.
• C4 Ability to deal with multiple activities at the same time and prioritising where necessary.
• C5 Ability to manage multiple online and in-store priorities simultaneously while maintaining service standards.
• C6 Strong attention to detail to ensure order accuracy and minimise customer complaints.
• C7 Ability to proactively identify and resolve issues affecting online order fulfilment and delivery performance.
• C8 Competent in using digital ordering systems, handheld devices and delivery platform software.

Experience

Essential:

• E1 Experience of working in a fast-paced customer service environment.
• E2 Experience of managing and developing a team.
• E3 Experience of holding keys forthe store.
• E4 Experience of working within a team to deliver success.
• E5 Experience of supporting the needs of colleagues and customers throughout the trading day.
• E6 Experience managing, processing and fulfilling online customer orders (through Uber Eats, Deliveroo or similar delivery platforms).
• E7 Experience working to online service metrics, including order preparation times, accuracy targets and customer satisfaction measures.
• E8 Experience handling customer queries and resolving issues relating to online orders and delivery services.

Terms & Conditions

Salary will be £14.84 per hour.

This Team Leader role is full time (35 hours p/w) and open ended (permanent). Flexibility will be required as shift pattern will be varied to cover operational hours between 06.00 and 22.00, 5 over 7 days.

Closing date: 27 October 2026

This role is not eligible for sponsorship under the UK Skilled Worker visa route. Candidates must therefore have an existing right to work in the UK or be able to secure this independently prior to commencing employment. For further information on alternative immigration options, please visit University of Glasgow’s UKVI Website.

GU Heritage Retail Ltdis a subsidiary company wholly owned by the University of Glasgow and provides retail services alongside branded and bespoke products to customers from across the University and beyond. The GUHRL team runs the University Shop, the Hunterian Shop, the University's Online Shop, and supplies University departments with branded merchandise.

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